Grass Valley, a Belden Brand is pleased to announce some important changes to our technical support process. These changes relate to how our customers engage with Grass Valley when requiring technical support, the launch of a new support agreement portfolio, and a new fee-based technical support service.

Technical Support Case Management
This following information applies to you if:

You are a customer who contacted SAM support through either the JIRA portal, email or telephone, OR

You are an existing Grass Valley customer who has not yet registered for portal access

Effective August 6, 2018, JIRA, the legacy SAM case management system, will be retired. Based on industry-leading CRM software, all technical support cases will now be created and managed in the existing Grass Valley cloud based management system. We will also be changing the former SAM support telephone numbers and email addresses to the existing Grass Valley systems »

Portal Access
If you would like to transition your legacy SAM Customer Portal account to the new Grass Valley system, please apply for an account here as soon as possible. Your new Customer Portal account will allow you to create and submit new technical support cases, as well as edit and check status on existing cases and view closed cases.

When you have your account set up then you can access the portal here. A portal user guide is available on the home page under "useful information."

If you are an existing Grass Valley customer with access to the portal, then there is no need to create a new account. You can continue to use your existing account to create cases related to the legacy SAM products.

New GV Care Support Service Plans
We are pleased to launch a new range of GV Care support service plans that will replace both the former Grass Valley and Snell Advanced Media service plans.

There are three new plans to choose from, each designed to offer you a wide range of support features and responsiveness:

GV Care Foundation
GV Care Foundation is for those who need the flexibility of a cost-effective support solution with access to qualified technical experts.

GV Care Prime
GV Care Prime is for those who need access to a comprehensive list of support features, with a focus on high prioritization, uptime and access to advance exchange parts with a fast and responsive service to protect your investment.

GV Care Prime Plus
GV Care Prime Plus for those with complex or critical products and/or solutions, and where the requirement is for the most comprehensive level of service with the very highest priority and responsiveness to support and to protect your business goals.

Fee Based Support Service
Grass Valley is also pleased to launch a new fee-based technical support service. For an hourly fee, this service will enable you to get access to our highly trained and skilled global technical support engineers on a 24x7 basis. This service is designed for those customers and partners who need technical support assistance for any Grass Valley or SAM product whose product warranty has already expired and is not currently covered by a support agreement.

In addition to providing world class products and solutions, Grass Valley, a Belden Brand, offers industry leading customer service and support. Grass Valley combines technology leadership with a unique mix of the industry's largest global and local expertise to enable broadcasters and operators to create, control and connect content wherever, however and whenever it is consumed.

GV Care Prime is for those that need access to a comprehensive list of support features, with a focus on high prioritization, uptime and access to advance parts with a fast and responsive service to protect your investment.

GV Care Prime Plus for those with complex or critical products and/or solutions, and where the requirement is for the most comprehensive level of service with the very highest priority and responsiveness to support and protect your business goals.

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